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Turn Black Friday Green:
Using CX to Boost the Retail Holidays

Declining COVID infection rates and increasing vaccination rates and availability has led to a nationwide economic reopening. Pent-up demand from cooped-up Americans is riding a wave of strong labor and financial markets, and rosy economic indicators. Holiday Shopping Season 2021 is looking good.

To capitalize on Reopening Opportunity, Retail and CPG executives in sales, marketing, and customer service roles - as well as the ecommerce, data, and other tech teams that support those functions - need to serve a consumer whose behaviors have changed. Digital commerce will only increase, and curbside delivery may stay, but for reasons of convenience rather than safety. But “contactless” has just about been dropped from our lexicon, as has, thankfully, the expression “these uncertain times.”

Join Keith Dawson, Vice President & Research Director at Ventana Research, to explore why Retailers and CPG companies need to have complete, data-rich customer profiles to get the gift of growth this Holiday Season.

Keith will identify the customer data which is essential to:

  • Engage customers in the channel of their choice. And that’s probably multiple channels.
  • Personalize and deliver experiences.
  • More effectively segment and retarget.
  • Increase lifetime value.
  • Acquire and retain customers.
  • Sell more. More effectively.

Keith Dawson
VP & Research Director
Ventana Research

Keith leads the expertise in Customer Experience (CX), covering applications and technology that facilitate engagement to optimize customer-facing processes. His focus areas include: agent management, contact center and voice of the customer and technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and the wide array of customer analytics. He is focused on how businesses can break down technology and operational silos to provide more efficient processes for two-way engagement with customers. Keith has been an industry analyst for more than a decade and prior was the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.